Head Of Customer Experience

Portugal Active; Castelo do Neiva; Híbrido; EUR 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Premium office with swimming pool

Resumo da oferta

Portugal Active seeks a Head of Customer Support & Concierge to own the guest experience end to end. You will lead the team, design processes, and drive real-time problem solving while expanding revenue through upselling and cross-selling.

You will recruit, onboard and develop staff, define service standards, and report insights to senior leadership. The role requires a hands-on leader who thrives in a fast-paced, premium hospitality environment.

Qualificações

• 5+ years in customer support, ideally in hospitality, real estate, experiences, travel agencies or tourism e-commerce (mandatory)
• Proven experience leading teams (mandatory)
• Proven experience creating and implementing procedures (mandatory)
• Fluent in Portuguese & English (mandatory)
• Valid driver's licence and own vehicle (mandatory)
• Available to work across all Portugal (mandatory)
• Fast, autonomous, precise, low ego and hands-on profile (mandatory)

Responsabilidades

• Lead and coordinate the customer support and concierge team
• Recruit, onboard and develop team members
• Design and implement support procedures, escalation paths and service standards
• Own guest satisfaction end to end, from first contact to post-stay follow-up
• Handle escalations and resolve complex guest issues directly
• Drive active upselling and cross-selling of services during the guest journey
• Define and track support KPIs (response time, resolution rate, satisfaction)
• Report to senior leadership with clear, data-driven insight
• Ensure consistency and quality across every guest touchpoint

Conhecimentos

Customer support

Team leadership

Procedures design

Upselling

Descrição da oferta de emprego

About Portugal Active

Founded in ****, Portugal Active is a hospitality and property management company.

We transform private villas into 5-star private hotels, managing a curated portfolio of 60+ premium properties across Portugal.

We operate with the rigour of a fintech, the sensibility of a premium experience and the speed of a startup.

About The Role

The Head of Customer Support & Concierge owns the guest experience end to end, from first contact to check-out and beyond.

This is not a supervisory role, it is an operator and builder role.

You lead the team that solves problems in real time, and you build the procedures that stop those problems from repeating.

You also own the active side of the function: upselling and cross-selling services that improve the guest's stay and the business's revenue.

What you will do

• Lead and coordinate the customer support and concierge team
• Recruit, onboard and develop team members
• Design and implement support procedures, escalation paths and service standards
• Own guest satisfaction end to end, from first contact to post-stay follow-up
• Handle escalations and resolve complex guest issues directly
• Drive active upselling and cross-selling of services during the guest journey
• Define and track support KPIs (response time, resolution rate, satisfaction)
• Report to senior leadership with clear, data-driven insight
• Ensure consistency and quality across every guest touchpoint

Must have

• 5+ years in customer support, ideally in hospitality, real estate, experiences, travel agencies or tourism e-commerce (mandatory)
• Proven experience leading teams (mandatory)
• Proven experience creating and implementing procedures (mandatory)
• Fluent in Portuguese & English (mandatory)
• Valid driver's licence and own vehicle (mandatory)
• Available to work across all Portugal (mandatory)
• Fast, autonomous, precise, low ego and hands-on profile (mandatory)

Extra points

• Based in Viana do Castelo
• International experience
• Enjoys gastronomy

Why Portugal Active

• Real ownership: you build the support function, you own the result
• Competitive base + benefits package
• Hybrid model based out of our Viana do Castelo office
• A sunny premium office with swimming pool and every amenity you'd want
• A modern, experienced team that moves fast and gets things done
• Direct line to the CEO and board